Landmark Health

  • Director, Clinical Call Center Operations

    Job Locations US-NY-Buffalo | US-NY-Latham | US-OR-Portland
    Posted Date 4 months ago(11/9/2018 5:38 PM)
    Regular Full-Time
    Job ID
  • Overview

    Director, Clinical Call Center Operations


    *Relocation Assistance is Available 



    Who We Are:

    Landmark Health is a high growth entrepreneurial organization committed to improving healthcare for patients with the most serious and complex medical needs in their homes, wherever they reside and whenever they need it.

    Landmark is built upon the core belief that a physician-led, patient-centric, and contextually relevant intervention plan is the key to driving meaningful impact to patient care. Turning this vision into reality requires exceptional people who share our unwavering commitment to the patients we serve.


    Do you want to make a difference in people’s lives?


    Join us today!


    Visit our website:



    ***Landmark has received the Modern Healthcare Best Places to Work award two years in a row!


    Position Overview:


    In this key, high profile role, the Director, Clinical Call Center Operations will have operational accountability for Landmark’s inbound clinical call center (Landmark First).   The Landmark First team is a central pillar of Landmark’s 24/7 clinical model, aiming to provide a world-class patient experience while supporting our field teams with after-hours and administrative support.  The Landmark First team is a critical building block for Landmark’s scalability and enhanced telemedicine offerings.  The Director will be responsible for helping set Landmark First strategic direction, overseeing operations and improving systems and processes. This position reports to the Vice President, Implementation & Operations.


    What you'll be doing:

    • Partner with the Landmark First Medical Director and clinical leadership team to lead the transformation of the Landmark First inbound clinical call center into a full telemedicine platform.
    • Structure and build operational models to ensure efficient and effective staffing of the Landmark First team to meet market needs and performance goals.
    • Assess existing technology solutions, identify gaps to meet performance goals and identify and implement new technology solutions to support Landmark First performance improvement.
    • Use data to measure outcomes and performance, and to identify opportunities for process improvement.
    • Provide regular coaching to direct reports to enhance overall effectiveness.
    • Enhance and implement departmental policies and procedures for Landmark First staff.


    What we're looking for:

    • Bachelor’s degree preferred; MBA a plus
    • Nursing license, certification, or degree is a plus
    • 10+ years of career experience with 3+ years in an inbound call center and/or telemedicine environment with proven results,
    • 5+ years in a management role, managing direct and indirect staff in a positive and productive manner.
    • Experience with data analysis and development of performance reports.
    • Strategic and critical thinking skills required for success in this role.
    • Demonstrated experience in leading multiple, complex projects and/or programs.
    • Ability to work in a high growth, entrepreneurial environment at a high professional level as well as at a detailed level. 

    What Makes this a Great Opportunity?

    • Incredible career growth opportunity within a rapidly growing, financially stable company!
    • Apply and stretch your clinical call center operations and program leadership skills in a company that is patient and employee focused!
    • Highly Competitive Compensation Package, including base salary and performance bonus!
    • Great benefits package including 401k with company match and immediate vesting, Medical, Dental, Vision, Generous Paid Time Off plan!
    • Expense Reimbursement for Child and Elder Care, Education, and certification fees!
    • Much More!




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